There are a number of reasons why we cancel an order or part of an order. The most common reason is because
the billing address details provided by the customer do not match the details that the customer’s bank
has on record for them. Please make sure that the billing address you provide is the address that the
card is registered to. On occasion items which are bulky or longer than 2.1 metres may not be able to be
shipped to all addresses. In the event that it is not possible to arrange shipping of an item
we will refund the value of items not shipped.

When you want to shop with us or access your account, we ask you to sign in. If you find that
your email address or password is not recognised, please make sure you are using the same email
address and password that you used when you registered with us. If you cannot remember your password,
simply select the I Forgot my Password option on the sign-in page, enter your account
email address and submit. A temporary password will be emailed to you. You may change your
account details at any time by signing in to My Account.

Sometimes your goods will be delivered on different dates, so first of all, check your
delivery note or dispatch emails to see if any of your items will be arriving separately.
You will not be charged any additional postage costs. If there is a 0 in the despatch
quantity column on your invoice this means that unfortunately we did not have the stock of
the item to send to you. If the delivery note says an item should be in your parcel
but it isn't, please contact us letting us know which item(s) you believe are missing via: